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# Troubleshooting Payment Transaction Issues

[Open in Zendesk](https://smartxaas.zendesk.com/hc/en-us/articles/360007056831) | 
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<span class="wysiwyg-underline">**Overview:**</span>

- [Payment Deducted but NOT Credited Issue:-](#h_01FXVM75JWHMEKPXDFRFXY7HKN)
- [Common Reasons for Fiat Payment Failure:-](#h_01FXVM6Y7PW4XDQTSC64WFEWR7)<span class="wysiwyg-underline">
    </span>
- [Common Reasons for Crypto Payment Delay:-](#h_01FXVM75JWHMEKPXDFfRFXdY7HKN)
- [Common Reasons for Crypto Payment Failure:-](#h_01FXVM75JWHMEKPXDFRFXdY7HKN)

### <span class="wysiwyg-underline">Payment Deducted but NOT Credited Issue:-</span>

This happens very rarely, usually when we don't get server postbacks from our payment gateway partner or under payment issues or some other reasons.

- Kindly reach out to support with following information and finance department should do the needful:-
    \_- Invoice ID\* :_\_- Invoice Amount :_\_- Invoice Payment Gateway\* :_- Please note that Invoice ID/Payment Gateway is important\* for us in order to be able to track the payment.
- You may find Invoice ID on your dashboard (e.g: app.cpidroid.com) or add funds page (e.g: /wallet/deposit). Learn more at [https://thesmartware.zendesk.com/hc/en-us/articles/115001424391-How-to-Generate-or-Download-Invoices-](https://smartxaas.zendesk.com/hc/en-us/articles/115001424391#h_01GB7TMHGH0HW91R1W8PYTZ35S)

### <span class="wysiwyg-underline">Common Reasons for Fiat Payment Failure:-</span>

If you tried to deposit funds in your USD balance but it was failed / canceled by the payment processor, it might be due to one or more of the following reasons:-

- Payment Processor does not support your country or not available in your country.
- Payment Processor does not support your debit card, credit card.
- Your debit card, credit card is not enabled for international transaction.
- The debit card, credit card you has used might be expired.
- Other miscellaneous reasons such as technical failure.

### <span class="wysiwyg-underline">Common Reasons for Crypto Payment Delay:-</span>

- Crypto payments are usually not instant.
- They requires several confirmations on their respective blockchain.
- Generally, 6 confirmations are required.
- Once there are enough confirmations, your payment should reflect automatically.

### <span class="wysiwyg-underline">Common Reasons for Crypto Payment Failure:-</span>

If you tired to deposit funds in your USD balance but it was marked under paid or partially paid, it might be due to one or more of the following reasons:-

- You might have sent funds from your crypto wallet / exchange without considering the network fee.
- Make sure to add markup for network fee if your crypto wallet / exchange does not take care of the same for you.
- Please note that under paid or partially paid invoices are very complicated and hence it may not process automatically.
- Please not that we can not refund under paid or partially paid invoices because it incur us additional fee (trxn fee + network fee) to process the refund and does not worth.

<span class="wysiwyg-underline">How to Resolve Under Paid or Partially Paid Invoice?</span>

- If you invoice is marked as under paid or partially paid, then you may have to pay the difference to get it processed manually.
- For example, if you under paid $95 on a $100 crypto invoice, you will have to pay the difference ($5 in this case) via same gateway/invoice.
- In case the gateway don't accept another payment on same invoice, you may have to raise a fresh crypto invoice (say for $10) and intentionally overpay it by the difference amount ($5 in this case) w.r.t previous invoice i.e total $15 (= $10 + $5) in this scenario.
- Make sure to reach out to support to get your under paid or partially paid invoices processed manually.